FarEye Study Says Retailers Risk Losing 85% of Online Shoppers Due to Poor Delivery Experience
FarEye’s Last Mile Mandate Consumer Survey of approximately 1,000 U.S. consumers conducted in June 2022, revealed that 85% of consumers will not shop with a retailer again after having had a poor delivery experience. Furthermore, a full 88% of consumers may abandon their online shopping cart if delivery terms are poor, such as having slow delivery or high costs. These findings - despite the growth in e-commerce and home delivery, and steps retailers have made to create better consumer experiences - signify the need to fundamentally change the way orders are delivered and returned to achieve a consistent, branded consumer experience with every purchase. In response to these persistent challenges, FarEye has defined the Last Mile Mandate as the roadmap to a superior delivery experience.
“These survey results further reinforce the need for last-mile delivery logistics to evolve to meet ever-changing consumer demands and solve the last-mile challenge,” said Judd Marcello, CMO, FarEye. “Last mile is only going to get more complicated, and we believe the Last Mile Mandate is the lynchpin to success for brands to maintain consumer loyalty in today’s experience economy.”
Consumers surveyed define a positive delivery experience as having fast delivery (36%), low shipping cost (34%), delivery tracking/visibility (28%). Eighty-six percent of consumers prefer to wait no more than three days for a delivery and only 7% of consumers felt the online returns process had been an easy experience.
FarEye defines the Last Mile Mandate as the core principles brands must adhere to, in order to win the last mile. Brands must:
- Dramatically simplify the most complicated aspects of delivery logistics
- Improve customer satisfaction and loyalty by delivering unique on-brand consumer experiences and ensuring on-time, accurate deliveries
- Create new, differentiated offerings that reflect dynamic consumer buying behaviors
- Continuously reduce the environmental impact from deliveries
The Last Mile Mandate focuses on solving the challenges brands have felt for years, through last mile logistics technology capabilities such as real-time visibility, delivery orchestration, customer experience, business process management and sustainability.
“Last-mile delivery is the most complicated and costly part of the delivery journey. Simplifying complexity and derisking logistics is a priority for every brand. The first rule in last mile is delivering a superior customer experience and brands that adhere to the Mandate will not only achieve this, they’ll also drive efficiency and growth, ultimately turning the delivery experience into a competitive advantage,” added Marcello.
FarEye has created a new eBook as well as a new LinkedIn Live series articulating the Last Mile Mandate. Entitled “Special Delivery with FarEye,” the program kicks off July 28 at 10 am ET, co-sponsored by Let’s Talk Supply Chain, and hosted by Judd Marcello.
Last Mile Mandate Resources:
- To learn more about the Last Mile Mandate Consumer Survey results, read this blog.
- To download the eBook, click here.
About FarEye
FarEye’s Intelligent Delivery platform turns deliveries into a competitive advantage. Retail, e-commerce and third-party logistics companies use FarEye’s unique combination of orchestration, real-time visibility, and branded customer experiences to simplify complex last mile delivery logistics. The FarEye platform allows businesses to increase consumer loyalty and satisfaction, reduce costs and improve operational efficiencies. FarEye has 150+ customers across 30 countries and five offices globally. FarEye, First Choice for Last Mile.
To view this piece of content from cts.businesswire.com, please give your consent at the top of this page.
View source version on businesswire.com: https://www.businesswire.com/news/home/20220715005443/en/
Contact information
Jolene Peixoto, VP, marketing strategy & communications, jolene.peixoto@fareye.com
About Business Wire
For more than 50 years, Business Wire has been the global leader in press release distribution and regulatory disclosure.
Subscribe to releases from Business Wire
Subscribe to all the latest releases from Business Wire by registering your e-mail address below. You can unsubscribe at any time.
Latest releases from Business Wire
Global EV Alliance Releases EV Driver Survey Results: Myths Are Slowing EV Market17.11.2025 20:19:00 EET | Press release
In a groundbreaking survey of more than 26,000 EV drivers across 30 countries, an overwhelming 77% say persistent myths about electric cars are the single biggest obstacle to EV adoption in their nations. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20251118388193/en/ There are still significant differences in the EV market across countries, and not everyone has a wide range of car brands to choose from. Photo: Markus Rotevatn/Norwegian EV Association. 83% say they believe policy measures are needed to increase EV sales in their country. “Misinformation about EVs is a serious challenge. It can make policymakers less confident that electric vehicles are a viable solution to climate change and local air pollution,” says Joel Levin, chair of GEVA and Director of Plug in America. One common myth in many countries is that electric cars are a fire hazard. 88% of the EV drivers in the survey say they aren’t worried about their EV b
Dilawer Farazi Returns to Loomis Sayles as Co-Head and Portfolio Manager on the Emerging Markets Debt Team17.11.2025 17:59:00 EET | Press release
Loomis, Sayles & Company is pleased to announce that Dilawer Farazi, ACA, has rejoined the firm as Co-Head and Portfolio Manager of the Emerging Markets Debt (EMD) Team. Dilawer becomes the firm’s first London-based portfolio manager. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20251117681347/en/ Dilawer Farazi, ACA, has rejoined Loomis Sayles as Co-Head and Portfolio Manager of the Emerging Markets Debt Team Dilawer brings over two decades of experience in emerging markets credit, having previously served as a Senior Credit Research Analyst at Loomis Sayles from 2018 to 2020. He rejoins the firm from Royal London Asset Management (RLAM), where he led the Emerging Markets Credit team and managed approximately USD $1 billion in assets across EM credit. At RLAM, he launched the firm’s first dedicated emerging markets funds, including an emerging markets corporate bond fund and an emerging markets short duration credit fund. I
Duravant Announces Retirement of CEO Mike Kachmer, Names Jill Evanko Successor17.11.2025 17:13:00 EET | Press release
Duravant LLC (“Duravant”), a global leader in advanced automation solutions, announced today that Mike Kachmer will retire from his role as Chief Executive Officer after a highly successful tenure with the company. Duravant’s Board of Directors has named Jill Evanko as CEO, joining the company on January 5, 2026. To ensure a seamless transition, Mr. Kachmer will continue to serve as Chairman of Duravant. Mr. Kachmer will also continue to serve on the Board of Directors for Northwestern Memorial Healthcare and The London Clinic. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20251117036720/en/ Mike Kachmer “It has been a true honor and a humbling experience to lead this incredible company,” said Mr. Kachmer. “I am profoundly grateful to my colleagues within Duravant for their support over the years. Together, we have built an organization with a truly differentiated operating model and culture, one that cultivates collaboration
Morningstar's 2026 Outlook Report Delivers Global and Regional Insights for Durable Portfolios17.11.2025 16:00:00 EET | Press release
Morningstar, Inc. (Nasdaq: MORN), a leading provider of independent investment insights, today published its 2026 Outlook, offering an overview of key challenges and opportunities for the year ahead. In a market defined by uncertainty, this year’s report emphasizes the value of preparation over prediction, equipping investors with strategies to focus on fundamentals and help build resilient portfolios that withstand both booms and busts. Drawing on insights from Equity, Manager, and Behavioral research analysts worldwide, this Outlook distills Morningstar’s thinking on how to navigate opportunity and risk across every major asset class in 2026. "Markets are unpredictable, and the geopolitical and tariff uncertainty of 2025 showed just how quickly forecasts can shift. That’s why Morningstar is redefining the Outlook, focusing on durable portfolios rather than short-term predictions,” said Dan Kemp, chief research and investment officer. “No matter what market conditions the year ahead m
Wolters Kluwer Enablon Control of Work Solution Now Available as Private Offer in AWS Marketplace17.11.2025 16:00:00 EET | Press release
Wolters Kluwer today announced that its Enablon Control of Work solution is now available in AWS Marketplace as a private offer. This purchasing model empowers customers to negotiate and receive tailored pricing, terms, and licensing agreements, while streamlining procurement and leveraging existing Amazon Web Services (AWS) billing workflows to accelerate deployment and optimize cloud budgets. Wolters Kluwer’s Enablon Control of Work solution consolidates permit-to-work, isolation management and risk assessments into an integrated system. Trusted by frontline workers and contractors in high-risk environments including oil & gas, pharmaceuticals, data center and manufacturing industries, the software helps streamline operations, minimize unplanned downtime and prevent serious injuries and fatalities. Richard Pulliam, SVP & General Manager of EHS & ESG for Wolters Kluwer, said: “Making Enablon's Control of Work solution available in AWS Marketplace is another step in our mission to help
In our pressroom you can read all our latest releases, find our press contacts, images, documents and other relevant information about us.
Visit our pressroom